Use of Interactive Scripting for the Product Proposal 

Interactive scripting allows companies to create scripts that lead agents through interaction with a customer. Interactive scripting structures the customer contact for an agent and improves the quality of the contact.

The script is a guide through every processing step during contact with a customer. Agents enter customer’s comments in the script. The customer’s answer determines which step is displayed next in the script. These steps can be questions with a choice of answers, business transactions, web documents, or other activities in the Interaction Center.

You can use scripts to collect information about customers. You can then use this information as decision-making criteria for a targeted product proposal.

For more information on using interactive scripting for the product proposal, see the documentation for business add-in CRM_ISU_PRP_SIM_PARAMETER in CRM. Call transaction SE18 and enter business add-in (BAdI) CRM_ISU_PRP_SIM_PARAMETER. Select BAdI CRM_ISU_PRP_SIM_PARAMETER  from the list of BAdIs and navigate to the documentation.